Case Study: HelpDocs achieves enterprise-scale, consistent customer support with Front

HelpDocs' team of 4 serves Fortune 500 companies

HelpDocs is a remote four-person team that powers knowledge bases for thousands of companies, including Fortune 500 clients like Walmart, serving over 20 million support articles every month. Their challenge was providing consistent, collaborative customer support: unique inbox queries were hard to coordinate, leading to duplicated or conflicting replies and a poor customer experience before they adopted Front.

HelpDocs implemented Front to manage personal and team inboxes, connecting their native Front plugin plus Intercom and Twitter so support can be handled from one place; features like attachment reminders and snoozing help ensure timely, accurate responses. With Front, HelpDocs eliminated guesswork, enabled real-time collaboration on tickets, quickly created and inserted article drafts/snippets from the inbox, and maintained consistent, enterprise-grade support across channels and time zones while a four-person team continues to serve millions of articles monthly.

HelpDocs

Jarratt Istad

Co-Founder